IT End User Administrator

Overview

Johnstone Supply, North America's leading wholesale distributor of HVACR equipment, parts, and supplies, has a great opportunity to join our team. Over the last seven decades, Johnstone has grown into a multi-billion-dollar industry leader with over 470 distributor branches and 6 distribution centers throughout North America. We work with some of the largest companies in the world, including Daikin/Goodman, Bosch, Copeland, Honeywell, Johnson Controls, and Fujitsu, to provide contractors with world-class products, technical expertise, and quality service.

Now is the best time to join Johnstone Supply. Relationship-building is the key to our success, and it shows in everything we do. The Power of Johnstone is everyone who works with us. Our customers, our partners, and our people. Johnstone is growing, and so can you.

Responsibilities

Provides timely, professional, and high-quality service to users by responding to various hardware, software, networking, and other computer-related technology needs.

• Gathers information from the user, evaluates and prioritizing issues to determine which can be immediately resolved and which require escalation to appropriate IT team members.
• Maintains documentation for all IT Support calls by logging the creation, assignment, disposition, and action taken on the job into call ticket software. Continually monitors and follows-up on jobs in the ticket software through resolution.
• Provides extended application troubleshooting support to internal users, including analysis of the issue and system.
• Performs ongoing Maintenance for Operating Systems and Applications on PC’s, laptops, installation and maintenance of virus protection, backups, OS & application updates, etc.
• Builds, configures and sets up of workstations and peripheral hardware; provides training to new users. Relocates existing computer equipment as needed.
• Maintains and upgrades existing computer images for laptops, workstations, and ship stations
• Works with external customers (Stores) to resolve issues involving Corp hosted systems and processes; set up and troubleshoot email accounts.
• Cross trains within IT for additional support to end users.
• Utilizes Johnstone Identity management system and processes; provisioning, deactivation, and access control for over 4000 users.
• Utilizes history to determine cause and solution of problem. Looks for trends in the problems to aid in preventing future problems.
• Develops IT Support maintenance, policies and procedures and documents common fixes to problems. Creates documentation for user procedures upon implementation of IT driven projects.
• Deploys software updates for Johnstone applications as needed. Maintains identity and access management systems. Collaborates with security teams on MFA and password policies.
• Provides Company Owned Store Specific Support - Including store ERP support, POS systems, security monitoring, and camera systems.
• Routinely travels to remote locations to access or implement IT Applications, systems, and hardware including the set-up and maintenance of computer-related equipment and devices
• Provides leadership and guidance to other IT employees. Develops and updates SOPs for IT Operations processes.
• Works with management to develop, deploy, and support IT systems and applications.
• Participates in employee training programs as directed by the IT Service Delivery Manager, IT Infrastructure Manager, or IT Director - Infrastructure Technologies.

Johnstone Supply believes that each employee's contribution should not be limited by the assigned responsibilities. Therefore, it is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school diploma or GED; bachelor’s degree in Computer Science, Cybersecurity, Management Information Systems, or other comparable field is preferred; at least four years of demonstrated experience in an Enterprise User Administration role or an IT Security role focusing Technical Security Systems; or equivalent combination of education and experience.

Certificates, Licenses, and Registrations: There are no certificates, licenses, or registrations required for this role; however, preference will be given to MS Certified Identity and Access Administration Associates and CIAM holders.

Technical Knowledge, Skills, and Abilities:

• Knowledge of hardware and software in use within the organization, including Microsoft Office applications, PCs, thin clients, printers, copiers, etc.
• Experience provisioning users and managing accounts in enterprise directory services
• Technical knowledge of Network and Server based systems, Various operating systems, wide understanding of network systems, familiar with IT compliance standards (NIST, SOC etc.)
• Requires the ability to install, configure, and troubleshoot networked computer workstations, servers, systems, and follow IT security standards.
• Technical knowledge of Microsoft Office and Microsoft 365 services.

Process Knowledge, Skills, and Abilities:

• Problem-solving skills: listening to, interpreting, and meeting the needs of others; diagnosing and rectifying problems.
• Ability to work in a frequently changing environment. Ability to analyze security risks and recommend corrective actions.
• Applies independent judgement, specialized knowledge and decision making, with minimal supervision.
• Experience using Enterprise IT ticketing systems to manage work.

Communication Skills:

• Ability to communicate information at all levels of an organization and to external partners.
• Ability to demonstrate considerable tact and diplomacy in dealing with others.
• Ability to present information in both one-on-one and group situations.

Leadership Skills:

• Individual Contributor - Focus on producing own work/ meeting quality and deadline expectations.

Company Values

We’re also interested in hiring a great candidate that holds these values so we can further build a strong company culture:

• Safety: Always prioritizes safety, both at work and at home, while ensuring those who work for you work safely.
• Customer Focused: Take the perspective of those we serve, anticipate their needs, and responding quickly.
• One Team: We win together by collaborating with each other, focusing on the common goal, and leveraging the strengths of the team.
• Own It: Take the initiative, act with a sense of urgency and pride, do things right the first time, and always act with integrity.
• Innovate: Embrace and create change that drives continuous improvement and customer-valued solutions.

Benefit Overview

At Johnstone Supply, we recognize that our employees’ growth, well-being, and success drives the company’s success. We offer a competitive wage, in addition to health and wellness benefits including medical, dental, vision coverage, and options for supplemental care. We provide the resources you need to take charge of your well-being, including:

• Competitive Paid Time Off (PTO)
• Safe Harbor 401(k) - 100% employer match up to 5% of base pay and immediate vesting
• Holiday pay - we recognize and pay our employees for 7.5 holidays per year
• Paid Parental Bonding Time
• Employer subsidized medical, dental, and vision plans
• Employer paid life insurance and short-term disability
• Voluntary long-term disability, accident, critical illness, and hospital indemnity insurance
• 24/7 Access to virtual care/telehealth options
• Health Savings Account (HSA) with employer contribution; Flexible spending accounts (FSA)
• Wellbeing program with opportunity to earn reduced medical costs
• Employee Assistance Program (EAP) for you, and your family
• Tuition reimbursement
• Employee referral bonus program
• Employee service milestone recognition program

We understand that our employees are the cornerstone of our success. Our commitment to continuous improvement & investment in our people is only matched by our commitment to superior customer experience.

EOE & E-Verify Participating Employer.